Job Description

: \xe2\x80\x93 L8 Sr Operations Manager(Bangalore )\xef\x83\x98 Role & ResponsibilitiesOperational Governance & Reporting -\xef\x82\xb7 Operations Management : Effectively monitor operations of assigned line of business and become a successful interface between internal and external stakeholders\xef\x82\xb7 Performance trend review and analysis : Identify performance trends using performance dashboard, take proactive & sustainable measures for competitive operations governance against contracted SLA\xe2\x80\x99s\xef\x82\xb7 Operations Management/Leadership Reporting : Periodically review and report LOB metrics to Sr. leadership and suggest performance improvement areas\xef\x82\xb7 Operations Risk Management : Identify risk environment for the division/LOB, implement and manage effective controls\xef\x82\xb7 Process Management Planning : Strategic allocation of responsibilities within the business unit (QC, WFM, trainer, production staff), assign AM/UM responsibilities to be in lines with changing business/stakeholders\xe2\x80\x99 requirements\xef\x82\xb7 Manpower and Skill-Metrix : Periodic review of talent spread and skill matrix with timely governance of recruitment and onboarding of operations staff\xef\x82\xb7 Problem Analysis and Resolution : Be able to perform and train AM\xe2\x80\x99s/UM\xe2\x80\x99 on identifying core challenges (team, individual, process, job, client etc.) and help create a solution-oriented team\xef\x82\xb7 Identify process improvement opportunities with competency in coordinating & implementing different transformation methodologiesStakeholder Management/Client Relationship -\xef\x82\xb7 Lead stakeholder connects and maintain effective client communication through available communication channels\xef\x82\xb7 Ability to interpret organization, business as well as client requirements and act with agile approach\xef\x82\xb7 Scheduled/ad-hoc governance and financial reportingService Level Agreement (SLA) & Compliance -\xef\x82\xb7 SLA Management : Effectively monitor performance SLA and ensure smooth delivery of the committed volume\xef\x82\xb7 Deep understanding of service levels and must have experience in client SLA management/adherence\xef\x82\xb7 Compliance Adherence : Accountable for adherence of ISO/PCI compliance controls, audit requirements within the division/LOB and accountable to implement effective controls on identified sEmployee Centricity -\xef\x82\xb7 Motivate aligned teams and foster a culture of continuous learning and skillset enhancement\xef\x82\xb7 Schedule connects with teams/managers, identify their needs, area of opportunities etc. with proactive closure of actionable\xef\x82\xb7 Accountable towards fostering the development of aligned division/LOB by leading employees towards career advancement with a long-lasting and fruitful relationship through timely & constructive feedback, effective counseling as well as timely rewards and recognition\xef\x83\x98 Skills and Requirements\xef\x82\xb7 10+ years of work experience with strong US Wealth Management/Capital Markets expertise (Retail Accounting, account maintenance etc.); Industry certification will be added advantage\xef\x82\xb7 Prior experience in leading a mid-size team (120-180 FTE) in dynamic operations environment\xef\x82\xb7 Very strong at planning and be able to effectively interpret, analyze and present PowerPoint presentations/ Power BI /MS Excel reports to stakeholders\xef\x82\xb7 In-depth knowledge of performance metrics\xef\x82\xb7 Stakeholder management with excellent communication and interpretation skills (client communication, relationship management, business review, etc.)\xef\x82\xb7 Must have experience in managing direct client facing role\xef\x82\xb7 Must have represented business for transformation projects\xef\x82\xb7 Creative & strategic thinker with capacity to foster similar attributes within team\xef\x82\xb7 Willing to work US working hours (24x7 operations environment)\xef\x82\xb7 Lean and Six Sigma knowledgeSkills:PRIMARY COMPETENCY : Insurance PRIMARY SKILL : Insurance-Good Communication ( Written & Spoken) PRIMARY SKILL PERCENTAGE : 100About Company:Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. We have been recently felicitated by the economic times as the most distinguished digital company 2015. We have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.

Mphasis